Mitsuko Tottori, the first woman and former flight attendant to become president of Japan Airlines Co. (JAL), addressed 2,600 new employees at the company's entrance ceremony on April 1, the day she took office as the 14th president.
Tottori emphasized the importance of prioritizing customer needs, stating, "If you always think about what is best for the customer, you will always find a breakthrough." Her leadership style focuses on empowering employees and maintaining open communication with front-line workers.
Born in Fukuoka Prefecture in 1964, Tottori graduated from junior college and joined Toa Domestic Airlines in 1985, a company that later merged with JAL. For the first three decades of her career, she served as a flight attendant on domestic and international routes, gaining extensive experience in customer service.
In 2020, Tottori became the head of the cabin crew department, overseeing 8,000 flight attendants. During her tenure, which coincided with the COVID-19 pandemic, she focused on protecting the employment of her colleagues while ensuring the company continued to provide value to society. She facilitated the redeployment of grounded employees into other roles, maintaining open communication with her subordinates throughout the challenging period.
As president, Tottori is committed to creating an environment where all employees can thrive. Having joined the company during a time when female flight attendants faced limited career opportunities, she is determined to empower and support female employees by demonstrating that they can achieve leadership positions.
Tottori's leadership is guided by her belief that prioritizing customer needs and empowering employees are key to success. Her personal journey from flight attendant to president serves as an inspiration for women and all employees within the company.